Duties: As a team we supported a 400 user network spread over 8 offices (Ireland, UK, and Europe) and 50+ sites. My role was a desktopsupport position in a mainly windows environment. My duties included onsite and remote repair of equipment such as PCs / laptops / printers. • Setup and roll out of new hire PC’s and Laptops• Setup and roll out of client system access.• Managing accounts in Active Directory and Exchange.• Managing Active Directory Security groups and Folder access permissions across the network.• Providing support for all operating system issues (Windows 7 / Windows 8)• Setup and maintenance of the Shortel Administration phone system.• Managing the internal ticket system and responding to client support requests in a timely manner.• Prioritising support requests based on business impact.• Providing support to various VPN connection methods on client systems.• Video conferencing administration and support.• Provide support for single user, multi user and mass team desk moves.• Managing Sophos Endpoint Protection and Sophos Anti-Virus.• General troubleshooting on hardware such as printers, scanners, switches, routers etc.• Maximising PC performance on old hardware.• Providing support for MS Office and various other business applications.

Providing advice, support and practical assistance to system users via the IT service desk telephone system and remote support software tools. Logging and processing support issues via telephone or email whilst ensuring a high level of customer service. Providing LogMein remote support training for new hired agents. Mentoring new agents, educating the new agents to company standards. To log and prioritise system and user support calls for the second line support team.